Case study: 'Nerd Networks'

From spare bedroom business to market leader: Our client - affectionately nicknamed 'Nerd Networks' by some of its long-standing clients - has grown from being a spare bedroom business to becoming one of the UK's leading router specialists. The company found its success is focussing on expertise and exceptional customer service.

The challenge

Saddled with loans from their student days, the two university friends starting the business decided to avoid debt at every step and only spend out when a fast payback was possible.

With few resources and only a spare bedroom as an office, the duo needed to present a 'big company' image to customers. But as the business grew, the company wanted to 'work smarter' rather than having to employ more people and pay hefty overheads.

The solution

The friends didn't know anything about telephony and were very wary of buying something they didn't need. But they liked the idea of extra services being available 'on tap' if their business took off. In fact, they upgraded their telephony in five phases over three years...

We knew nothing about telephony at the start, but that didn't matter. As we grew, we could add the service swe needed, at the right price - without any fuss

(3) Then, to avoid lost sales, they got dmAnswersdmAnswers: A PA-like human answering service
As luck would have it, calls were often put through to their mobiles - and onto voicemail - while the friends were in meetings. And some callers didn't leave a message. To add the personal touch and stop losing sales, the company chose dmAnswersdmAnswers: A PA-like human answering service, which used professional call centre staff to take their important messages. It made them sound like a much larger company too!

Business benefits

The pair have eased the pressures of success through smart call-handling and customer order tracking

The winning combination

0870 Number
Although not as expensive as many support numbers, this number earns the company revenue towards running costs and deters time-wasting calls.Tell me more

dmConnectdmConnect: Cost-effective worldwide call forwarding, by PSTN and VoIP
This business-grade call-forwarding services allows them to forward calls to their local landline for free.Tell me more

dmVoicedmVoice: Call-forwarding to UK & international numbers. Voicemail, and 'find-me' call-hunting facilities
Calls can be forwarded to their mobile phone. Callers could also leave messages that the team can access via phone or email.Tell me more

dmSwitchboarddmSwitchboard: A fully featured virtual switchboard
Callers are given the choice to speak to up to 9 different departments, suggesting a much larger company.Tell me more

ProVoiceOverProVoiceOver: Have your switchboard scripts recorded by a professional voiceover artist
A professional voice actor records the greetings, presenting a corporate image.Tell me more

XScriptXScript: A fully-scriptable XML-controlled number, designed for enterprise-level call-handling
The company were quoted £75K for a PBX telephone network - but found XScriptXScript: A fully-scriptable XML-controlled number, designed for enterprise-level call-handling gave them full functionality at a fraction of the price. The CLI of corporate callers are recorgnised, so their calls are diverted automatically to the corporate team. Any customer can key in their order number (by phone or PC) to track deliveries remotely 24-7, saving the company from hours spent handling enquiries.Tell me more

Typical First Invoice

Debugging Controls

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